HomeComplaintsCasino Purple - Player struggles to recover deducted deposit.

Casino Purple - Player struggles to recover deducted deposit.

Amount: £44

Casino Purple
Safety Index:Very low
Submitted: 29 Sep 2023 | Case closed : 20 Nov 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from the United Kingdom had €50 deducted from her account upon registration at an online casino, instead of it being added to her account. She had contacted customer support but had received no assistance and was unable to withdraw the funds. Despite her account having shown the deposited funds as available, the casino's website had not allowed her to withdraw or perform other actions. The casino had not requested verification of her account. The player had not claimed any bonus, nor had she used the deposited balance. After unsuccessful attempts to resolve the issue with the casino and our team, the player had decided to use the funds in the casino. As a result, we had rejected the complaint.

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1 year ago

Hi


i registered an account on Sunday and the registration asked for my card details i provided thinking i was adding to the account and it took €50 £44.71 out of my account - i have emailed multiple x to no avail and it will not allow me to withdraw that back to my account?


please can someone help me get these funds back?

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1 year ago

Hello fayepreston,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Purple . Please allow me to ask you a few more question before we would move forward.

Was the money you deposited credited to your casino account? Is your casino account verified since in order to request a withdrawal? Did you try to request a charge back from your payment provider? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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1 year ago

Dear fayepreston,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Hi Nick


thanks for your response.


Yes the monies deposited were credited to my casino account & is still showing as available however will not allow me to withdraw infact the website wont allow me to do very much.


The website hasn't asked me to verify nor is there anywhere I can do this - i have attempted the website is really poor.


I haven't contacted my bank yet as initially I thought we could resolve via the retailer.. would you suggest this?


Thanks

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1 year ago

Hello fayepreston,

Could you please advise if you did claim any bonus with that deposit? Did you use any of the deposited balance already or it is still untouched? Any response came from the casino since?

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1 year ago

Hi,


nope i haven't touched it nor claimed any bonus. The site literally asked for my card details me thinking just for verification and it took 50 euro out of my account!


Nope still nothing back.


thanks

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1 year ago

Hello fayepreston,

Can you please forward the payment confirmation from your provider? Why don't you try to verify your account in order to withdraw your money from them? Are you able to play games in the casino?

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1 year ago

Hi, there is no option to verify. Confimation as in what i only have my card statement?


not tried to play the games as that is not what i want to do i just want my funds back

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1 year ago

Hello fayepreston,

Based on the casino's refund policy on their site, the refund should work just fine in your case:

file

I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on. In meanwhile, please be sure not to play with those funds and try to contact the casino again if they did not respond you yet.

Wish you best luck resolving it.

Regards,

Nick

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1 year ago

Dear fayepreston,


I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.


Now I would like to invite a Casino Purple representative to join this conversation and participate in resolving this complaint.


Dear Casino Purple,


Could you please state why the player's deposit got lost?


Thank you in advance for providing the information.


Kind regards,

Stefan

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1 year ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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1 year ago

please close complaint down i used the funds so they couldnt be taken without use as i wasnt getting anywehre

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1 year ago

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

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